Technical Support Specialist - Flow Production Tracking (formally ShotGrid)

Job Requisition ID #

24WD78404

The Customer Technical Success Team @ Autodesk

Customer Technical Success is a dynamic team of product, industry, and workflow experts responsible for delivering support and value to all our customers. We provide technical guidance, analytics, expertise, and hands-on, root-cause problem resolution to help and inspire our customers to maximize the value and adoption of their technology investments.

Position Overview

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. This is a hybrid position out of our Portland Oregon office.

Reporting to the manager of Technical Support, you will use your expert troubleshooting experience interpreting and responding to customer requests. You will analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge along the way.

Responsibilities

• Assist Autodesk customers on a variety of issues and questions.

• Investigate complex problems autonomously, using resources such as existing documentation and internal communication channels to find solutions.

• Be the bridge between customers and our engineering department to report issues.

• Document problems and solutions in short and clear articles for our knowledge base.

• Research, verify, and document product issues

• Manage customer expectations and provide proactive support throughout the duration of the support lifecycle.

• Actively address personal backlog of support requests.

• Contribute to the unassigned case backlog by taking cases proactively.

• Participate in team efforts to improve support delivery processes and strategies.

Minimum Qualifications

• Experience in Information Technology or Computer Science

• Scripting or programming skills (MEL, Python, PyMel)

• Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks.

• Understanding of Ruby-on-rails and familiarity with the rails console

• Experience using Jira

• Experience using Flow Production Tracking (ShotGrid) at the admin level

• 2+ years of experience in the Media and Entertainment Industry in a production environment

• Able to interpret and respond to customer requests and relay progress to internal peers and development teams

• Desire to stay up to date with products and technology

• Comfortable navigating the unknown and working through change

• Excellent team player, enjoying supporting with other members of a global, team with shared responsibilities

• Basic knowledge of database fundamentals and our client-server pattern

• Some knowledge of browser development console.

• Basic network understandings (http status & protocol, VPN)

• Knowledge of Windows and Mac OS.

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

 

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

 

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $53,300 and $91,850. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagi